Remote Telehealth CX Manager: Patient-Focused Ops

Swooped; United States; Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

HSA/FSA

Parental leave

PTO & holidays

Wellness stipend

Internet reimbursement

Professional development

Job summary

Swooped is seeking a Customer Experience Manager to lead patient-facing support across phone, chat, and email in a 100% remote role within the United States. You will drive performance, QA, onboarding, and cross-functional collaboration with Clinical, Pharmacy, Product, Engineering, Marketing, and vendors to improve the overall patient experience.

Ideal candidates bring 4+ years in CX with 2+ years of people management, healthcare experience, Zendesk proficiency, and a data-driven approach to

Qualifications

• 4+ years in customer support, CX, or contact center ops with 2+ years of people management.
• Experience leading frontline support teams with accountability for performance, quality, coaching and staffing.
• Healthcare/telehealth/compliance-sensitive environment experience preferred.
• Strong analytical and problem-solving skills to identify root causes and drive cross-functional resolutions.
• Experience handling high-stakes or emotionally sensitive escalations with empathy and sound judgment.
• Experience building or managing QA, training, onboarding, and performance processes.

Responsibilities

• Lead daily CX operations, set and maintain standards for productivity, attendance, quality, and follow-through.
• Coach and develop team members through regular 1-on-1s, feedback, and growth planning with HR support.
• Oversee support channels (phone, chat, email), monitor queues, backlogs, staffing, and service levels.
• Forecast staffing and coverage based on volume, seasonality, and SLAs; adjust schedules as needed.
• Coordinate with Clinical, Pharmacy, Product, Engineering, Marketing, Legal/Compliance, and vendors to drive improvements.
• Manage escalation framework and intervene in complex or high-risk patient interactions when required.
• Own QA program, evaluation standards, coaching, and documentation; use data to close gaps.
• Lead onboarding and ongoing development to ensure new hires are proficient in patient interactions.

Skills

People management

Customer experience

Analytical thinking

Cross-functional collaboration

Conflict resolution

Tools

Zendesk

Job description

Swooped is seeking a Customer Experience Manager to lead patient-facing support across phone, chat, and email in a 100% remote role within the United States. You will drive performance, QA, onboarding, and cross-functional collaboration with Clinical, Pharmacy, Product, Engineering, Marketing, and vendors to improve the overall patient experience.

Ideal candidates bring 4+ years in CX with 2+ years of people management, healthcare experience, Zendesk proficiency, and a data-driven approach to